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Yyyyyy x. yyyyyy

411 Walnut Street #0000 xxxxxx xxxx , xxxx , xxxxx 00000











Hiring Agent Name


Company Name


City/State/Zip Code




I am currently seeking a challenging career opportunity in a <insert job title/position> capacity and am submitting my resume for your review.  In advance, thank you for your time and consideration.


In addition to significant experience in sales,  I bring to you an outstanding background in operations management, a proven track record in strengthening employee productivity and performance, and solid expertise in P&L, vendor relations, staff training and development, and optimizing sales/revenue production. To complement these qualifications, I offer extensive and successful experience in overseeing a broad scope of projects from initial planning to timely completion. 


As a proactive contributor to your organization, you will find me to be a driven professional committed to supporting you in achieving your objectives through polished business acumen, sharp leadership talents, and initiative. I am confident that I could be a valuable asset to <insert name of company>, and look forward to interviewing with you in the near future. 






Yyyyyy x. yyyyyy









Yyyyyy x. yyyyyy

411 Walnut Street #0000 xxxxxx xxxx , xxxx , xxxxx 00000



Operations Management Executive eager to contribute extensive leadership talents and solid analytical expertise toward supporting a dynamic company in achieving business goals and objectives.  


Qualifications Profile


Excel in driving sales and operations with proficiency in P&L (profit and loss), customer relations and retention, and formulating policies and procedures which increase productivity, service levels, and efficiency.  Continuously assess business operations to determine and optimize fiscal/sales performance, sustainability, and competitive positioning. Hire, build and inspire teams, elevate morale, and steer personnel to attain assigned targets.  Appreciated for strong communication skills, an excellent work ethic, and superior capabilities in staff training and coaching.  Adept at call center management, telemarketing start-ups, business model development, forecasting, and project coordination.


Selected Achievements:


         Grew annual revenue for Amberbase Solutions by 300% and drastically boosted revenue per hour by 72% within 12 months.

         Consistently ranked as clients top vendor, offshore and stateside for Amberbase Solutions.

         Improved agent performance at XMM Cross Media by introducing inbound reporting structure and incentive programs.

         Captured record-setting revenue results and reduced operational costs to among lowest worldwide for ICT Group.

         Directed top-producing center division-wide and held #2 ranking in global operations for ICT Group; produced 45% of divisional revenue among four centers and exceeded all performance goals.

         Led successful reversal of three-year downturn and grew Guardian Protection Corporate telemarketing center to account for 70+% of all new residential sales.

         Planned and instituted several sales blitzes at Guardian Protection which increased sales leads by 207% and accelerated closing rate by 33%.

         Reduced and maintained employee attrition at Guardian Protection to well below industry levels at under 30%.


Professional Experience


Amberbase Solutions, Manila, Philippines, 2005 to 2010

Senior Vice President of Operations

         Researched, audited and analyzed data and business processes to design, implement, and maintain effective business planning, forecasting, and staffing models.

         Adeptly supervised more than 130,000 hours of outbound calling per month.


Air Relay Corporation Inc, Manila, Philippines, 2002 to 2005

Country Manager

         Applied sharp analytical and forecasting abilities toward formulating business models to support budgeting, hiring, and call center expansion decisions by senior management.







Yyyyyy x. yyyyyy ~ Page 2 of 2


Professional Experience continued


         Heightened overall productivity by establishing and streamlining communication flow among all multiple departments.

         Scrutinized call center operations to identify and implement quality and efficiency improvements.


XMM Cross Media, Kennesaw, GA, 2000 to 2002

Director of Call Center Sales

         Steered daily operations of eight outbound telemarketing vendors in the Philippines, India, Jamaica, Trinidad, Canada, and the U.S., while supervising corporate inbound capping department and internal outbound sales group.

         Strategically customized dialing strategies, designed implementation guides, and diligently monitored adherence to quality and service expectations.

         Held weekly meetings with staff and supervisors to address issues, share strategies for improvement, recognize outstanding performance, and motivate sales staff.


ICT Group Inc. Bloomsburg, PA/ Miami, FL, 1999 to 2001

Assistant Director of Operations / Center Manager C Telesolutions Division

         Directed 120-seat outbound call center operations with an emphasis in employee relations and satisfaction, team cohesiveness, and quality management.

         Repeatedly surpassed forecasted goals for operations, quality, and personnel development.


Guardian Protection Corporate Telecenter, Pittsburgh, PA, 1997 to 1999

Call Center Manager

         Participated in devising long-term strategic marketing plans to optimize sales, profitability, and market share.

         Trained, coached, supervised, motivated and evaluated 50 high-performing personnel.

         Prepared comprehensive reports to recognize potential problems, identify most profitable hours, and plan future telemarketing campaigns.

         Innovatively assembled calling strategies for professional alliance programs such as AAA Mid-Atlantic, West Penn AAA, Howard Hanna Reality, and Prudential.


Training & Certifications


Training: Human Resource Management, GEO, Payroll, AS400, ISO, Mastermind, Tantacom, FMLA, FoxPro, ISO compliance, ACD, CMS, LMS, Advertech, Roes, Pick, TCPA


Certifications: EIS/SER Call Processors; Amcat Predictive Dialers; Microsoft Office Suite (Excel and Word); Small Wonders

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